At United Tissue Network, we know that making end-of-life decisions can be difficult. That’s why we’ve created a company culture that cares for you during tough times. By staying true to our values, we stay true to our valued donors.
The UTN Way guides our entire team on our mission to help families mitigate the financial burdens of a loved one’s death with whole-body donations. Whole body donation enables individuals to leave a powerful legacy that supports medical education and science.
- Fundamental #1 – Do the Right Thing, Always – Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, even when no one’s looking. Always tell the truth. If you make a mistake, own up to it, apologize, and make it right.
- Fundamental #2: Make Quality Personal – Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy dislike for mediocrity. Good is not good enough. Always ask yourself, “Is this my best work?”
- Fundamental #3: Practice Blameless Problem-Solving – Demonstrate a relentless solution focus, rather than pointing finders or dwelling on problems. Identity lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistakes twice. Get smarter with every mistake. Learn from every experience.
- Fundamental #4: Honor Commitments – Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, meetings, and promises. Allow extra time for surprises and delays, and don’t let these become excuses.
- Fundamental #5: Following Operating Procedures – Rigorously follow our operating procedures to ensure consistency and high performance. Be especially mindful of our industry regulations, as these are outright requirements for doing business.
- Fundamental #6: Get Clear on Expectations – Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. End all meetings with clarity about action items, responsibilities and due dates.
- Fundamental #7: Listen to Understand – Listening is more that simply “not speaking”. Give others your undivided attention. Be present and engaged. Minimize the distractions and let go of the need to agree or disagree. Suspend your judgment and be curious to know more, rather than jumping to conclusions.
- Fundamental #8: Speak Straight – Speak honestly in a way that helps to make progress. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected.
- Fundamental #9: Find A Way – Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t make excuses or wait for others to solve the problem. See issues through to their completion.
- Fundamental #10: Show Meaningful Appreciation – Recognize people doing things right, rather than pointing out when they do things wrong. Regularly extend meaningful acknowledgement and appreciation – in all directions throughout our organization.
- Fundamental #11: Be a Fanatic About Response Time – Respond to questions and concerns quickly, whether it’s in person, on the phone or by email. This included simply acknowledging that we got the question and we’re “on it” as well as keeping those involved continuously updated on the statue so the outstanding issues.
- Fundamental #12: Deliver Results – While effort is important, people expect results. Follow-up on everything and take responsibility to ensure that tasks get completed. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
- Fundamental #13: Share Information – With appropriate respect for confidentiality, share information feely throughout our organization. The more people know, the better we are collaborate. Learn to ask yourself, “Who else needs to know this?”
- Fundamental #14: Deliver Legendary Service – It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This included both internal and external customers.
- Fundamental #15: Assume Positive Intent – Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. Set aside your own judgements and preconceived notions. Give people the benefit of the doubt.
- Fundamental #16: Be Relentless About Improvement – Regularly evaluate the way you/we work to find ways to improve. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Guard against complacency. Find ways to get things done better, faster, and more efficiently.
- Fundamental #17: Embrace Change and Growth – What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Be excited by possibilities that change and growth bring. Be flexible.
- Fundamental #18: Do What’s Best for the Client – In all situations, do what’s best for the client, even if it’s to our own short-term detriment. Put their needs ahead of our own. There’s no greater way to build a reputation than to steadfastly do what’s right for others. Every day.
- Fundamental #19: Look Ahead and Anticipate – Solve problems before they happen by anticipating future issues, planning for contingencies, and addressing them in advance. Work with appropriate lead times. Preventing issues is always better than fixing them.
- Fundamental #20: When in Doubt, Communicate Personally – When delivering difficult or complex messages, or in emotionally charged situation, speak “live” very hiding behind e-mail or voicemail. Where appropriate, follow-up in writing to confirm your understanding.
- Fundamental #21: Take Pride in Our Appearance – Your personal appearance makes a strong statement about the pride you take in your performance. Dress neatly and professionally. The appearance of our facilities makes a similar statement about the quality of our work. Take responsibility to see that our environment is clean, neat, and professional.
- Fundamental #22: Work Smart – Be organized and plan your work for maximum efficiency. Have all the tools necessary before starting your work. Look ahead and be thoughtful about your schedule. Have a game plan for your calls, your tasks, and your workday. Know the priorities and work on them first.
- Fundamental #23: Pay Attention to the Details – Missing just one detail can have an enormous impact on the job. Be a fanatic about accuracy and precision. The goal is to get things right, not simply to get them done. Double-check your work. Get the details right the first time.
- Fundamental #24: Check the Ego at the Door – It’s not about you. Don’t let your ego get in the way of doing what’s best for the team. Worrying about who gets credit or taking things personally is counterproductive. Make sure every decisions is based solely on advancing team goals and doing what’s best for the customer.
- Fundamental #25: Be Easy to Work With – Find ways to make working with you/us easier. Provide simple and complete instructions. When in doubt, do more rather than pushing the work back to them. Streamline our processes. Simplify everything. Be ridiculously helpful.
- Fundamental #26: Be Process-Driven – Create systems and processes that support our ability to perform with consistency. Strong processes are the foundation of organizational effectiveness.
- Fundamental #27: Debate, Then Align – Healthy, vigorous debate creates better solutions. Debate concepts without making personal attacks. Check your ego and push for the best solution, rather than your solution. Once a decision is made, however, get fully aligned by putting your complete support behind it.
- Fundamental #28: Pitch in Wherever Necessary – Be willing to do the mundane and ordinary things necessary to get the job done. Nothing is beneath any of us. If you see it, take care of it.
- Fundamental #29: Create Win/Win Solutions – It’s a 2-way street. Learn to think from others’ perspectives. Discover what they need and find a way to help them meet those needs while also fulfilling your own. Win/win solutions are always more effective and longer lasting than win/lose solutions.
- Fundamental #30: Keep Things Fun – While our passion for excellence is real, remember that the world has bigger problems that the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.
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